Overview

ServiceNow Developer

CSMVirtual AgentIntegrationsCMDB|46 Years Experience

Job Title

ServiceNow Developer

Experience

4 6 Years

About the Role

We are looking for a skilled and experienced ServiceNow Developer.

The ideal candidate brings 46 years of hands-on ServiceNow development experience with deep expertise in Customer Service Management (CSM), Virtual Agent, Integrations, and CMDB.

Key Responsibilities

Customer Service Management (CSM)

- Design and configure CSM modules including Case Management, Accounts, Contacts, and Service Contracts
- Build and manage CSM Workspaces and Agent Desktop experiences
- Configure SLAs, playbooks, and entitlements for customer service processes
- Develop customer-facing portals and service catalog items for CSM use cases
- Implement skills-based routing and case assignment rules

Virtual Agent

- Design and develop Virtual Agent topics and conversation flows using NLU
- Integrate Virtual Agent with fulfillment flows, service catalog, and backend systems
- Configure and tune Natural Language Understanding (NLU) models for accuracy
- Build fallback and live agent handoff mechanisms
- Test and optimize bot performance using VA analytics and intent scoring

Integrations

- Develop and maintain REST and SOAP integrations with third-party systems
- Build and configure IntegrationHub spokes, actions, and subflows
- Design and manage Transform Maps, Import Sets, and scheduled data imports
- Configure and manage MID Servers for on-premise connectivity
- Implement OAuth, API Key, and certificate-based authentication for integrations
- Troubleshoot integration failures using logs, ECC Queue, and REST API Explorer

CMDB

- Manage CI classes, relationships, and the CMDB data model
- Configure and maintain Discovery schedules and probes/sensors




- Implement Service Mapping to build application and business service maps
- Monitor and improve CMDB Health using the Health Dashboard (completeness, compliance, correctness)
- Enforce CMDB governance policies and data quality standards
- Integrate CMDB data with ITSM processes (Incident, Change, Problem)

General Development

- Write efficient server-side scripts: Business Rules, Script Includes, Scheduled Jobs
- Develop client-side scripts: Client Scripts, UI Policies, UI Actions
- Build and maintain Flow Designer flows, subflows, and custom actions
- Participate in code reviews, design discussions, and sprint ceremonies
- Create and maintain technical documentation, runbooks, and solution designs
- Support UAT, production deployments, and post-go-live stabilization

Skills Proficiency Matrix

- Customer Service Mgmt (CSM) Core: Workspace, Case Mgmt, SLAs, Playbooks, Agent Desktop
- Virtual Agent Core: NLU, Topics, Conversations, Fulfillment, Testing
- Integrations Core: REST/SOAP, IntegrationHub, MID Server, Transform Maps
- CMDB Core: CI Classes, Discovery, Service Mapping, Health Scoring
- Flow Designer / Workflows Strong: Flows, Subflows, Custom Actions, Error Handling
- Scripting Strong: GlideRecord, Business Rules, Script Includes, Client Scripts
- ITSM Positive to Have: Incident, Change, Problem, Request Management
- ATF / Testing Good to Have: Automated Test Framework, Unit Testing

Mandatory

- 46 years of hands-on ServiceNow development experience
- Proven implementation experience in CSM, Virtual Agent, and CMDB
- Strong proficiency in IntegrationHub and REST/SOAP API integrations
- Solid scripting skills: JavaScript, GlideRecord, Business Rules, Script Includes
- Experience with Flow Designer and building custom flows/subflows/actions
- Ability to work in Agile/Scrum environments with sprint delivery

📌 ServiceNow Lead Engineer (Bengaluru)
🏢 Prodapt Solutions
📍 Bengaluru